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We do not have any policy exclusions or small print that invalidates cover for travel to a country that is subject to a ‘do not travel advisory’ for either security concerns or COVID-19, such as amber or red travel watch lists See FAQ


Many ways to claim or get help

There are different reasons why you might need to get in touch about your insurance with Hotspot Cover. In this section we will show you how to:

  • Claim in a medical or other emergency by calling our 24/7 assistance line on +44(0) 207 183 8927 and quote "HOTSPOT" to the operator
  • Claim reimbursement once you’re back home by emailing
  • Get in touch to discuss your existing claim.

The Insured Persons should use the services of the following assistance company for all claims matters including medical assistance, security assistance, in-patient hospital treatment and evacuation/repatriation. The assistance company will be solely responsible for all decisions and all assistance is subject to their prior approval:

Is it an emergency claim?

If you are overseas and need to make an emergency claim you can reach us by telephone or email. For example, if you need to be admitted to hospital urgently, or need to replace a stolen passport. Have your policy number handy and we’ll get you sorted.

Our emergency response team is specifically trained to assist travellers and is always available, 24 hours, 7 days a week.

You can call +44(0) 207 183 8927 from anywhere in the world

(press 1 for assistance, press 2 for non-assistance claims)

24/7 NGS Assistance Email:

It is imperative that NGS is contacted as soon as reasonably practical and authorisation is obtained prior to any treatment and/or evacuation/repatriation taking place.

For 24/7 assistance, NGS must be informed that this Contract covers the person concerned and the following details must be provided:

  • The Insured Person’s name
  • The Insured Person’s location
  • The Insured Person’s details (including passport/visa etc).
  • The Policy number
  • Policy holder’s name (if different to Insured Person’s name)
  • The name and phone number of the doctor and hospital treating the Insured Person (if applicable)
  • Any additional people that should be updated throughout the case
  • Nature of the incident
  • The desired end state (what you want NGS to do)
  • Any other pertinent information on the incident that may effect NGS’ response (e.g. security situation)

Failure to contact NGS and obtain authorisation may prejudice the claim and could mean that some or all of the costs involved may not be paid. The the Insured Person should not attempt to find their own solution and then expect full reimbursement from the Underwriters without prior approval first having been obtained from NGS.

In the event that liability cannot be established at the outset of an emergency it is agreed that the first named insured will guarantee payment until such time that liability can be accepted by insurers.

Is it about a non-emergency claim?

If you are overseas or back home and wish to make a claim that does not need an immediate, emergency response, the easiest way is to email

Provided we’ve got all the necessary documents we’ll process, assess, and pay your claim without delay, typically within 5 to 10 working days. Don’t worry, we’ll let you know if we need any further information or documents to help process your claim.

Is it about an existing claim?

If you need advice regarding a claim, or need to check your cover we can help you with that. Have your policy number handy and we’ll get you sorted. You can find your policy number on your Certificate of Insurance. We emailed it to you on the day you purchased your policy.

You can call +44(0) 207 183 8927 or drop us an email on

We also offer a live chat service during business hours. Click the orange icon at the bottom right of your screen.

To help us assist you, it’s important that you:

  • Have your policy number handy
  • Understand what’s covered
  • Keep receipts and medical records
  • Keep reports from police, officials, airlines
  • Quote "HOTSPOT" to our operators so they know you have a policy with us.

Understand your cover

Conditions and exclusions apply to every cover level and optional pack. View our Policy wording for full details. Sub-limits apply. Not sure? Our friendly team are here to help. Get in touch

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